Yotel CEO: You don’t need to choose between tech and people

Hubert Viriot took up the position as chief executive of Yotel in 2014. The chain was originally set up by British entrepreneur Simon Woodroffe, who also founded YO! Sushi.

The first Yotel opened at Gatwick airport in 2007. Inspired by luxury, long-haul travel, the idea was to provide a high-end experience with a compact, minimalist design. The idea expanded to other airports, then Viriot came on board in 2014 to help with global expansion. The chain now includes a series of brands including YotelAir dedicated to airports and YotelPad for longer stays in urban areas. Viriot is responsible for 23 hotels around the world.

The chain has also been an early adopter of digital technology. Guests can check in and out at computer terminals and activate their own room keys on arrival. However, there are also human concierges available.

The secret that Viriot wants to share with Business Leader is that technology and a people-centred approach can go hand in hand.

“I have been challenged as to why we use technology in our hotel experience,” says Viriot, “as hotels are about people, not technology – this is obviously completely wrong. We use technology 24/7 all over the world, in every part of our lives. There's no reason why a hotel should work differently.”

Digital terminals reduce queue at check-in and check-out, he highlights, which are a frustrating experience for any guest.

Technology will become even more fundamental to hospitality in the near future, he argues, as artificial intelligence will increasingly decide our itineraries and even where we visit. That doesn't mean, however replacing people with technology.

"You don't have to choose between people and technology, they both work together and enhance the customer experience," he says. "Technology can allow easier experiences... a way to facilitate a stay.

"Being able to provide a hotel experience with a tech-friendly approach is very important."